Job Summary
Infra Technology Specialist role responsible for delivering high quality remote service desk and desktop support for a global hybrid workforce ensuring stable end user computing secure access and seamless incident resolution while collaborating with cross functional teams using analytics to identify trends optimize support processes and elevate employee experience in both Portuguese and English environments.
Responsibilities
- Deliver remote service desk support by accurately logging categorizing and resolving incidents and service requests to maintain consistent end user productivity across global teams.
- Provide specialized remote desktop support by troubleshooting operating systems applications and hardware issues to restore services within agreed timelines and improve user satisfaction.
- Coordinate hybrid work model support by assisting onsite and remote users with connectivity device configuration and collaboration tools to ensure reliable access to enterprise resources.
- Implement standardized incident management practices by following defined procedures and knowledge assets to reduce resolution times and increase first contact resolution rates.
- Analyze recurring incidents and service patterns by leveraging basic analytics concepts to identify root causes and recommend long term preventive actions.
- Optimize knowledge base content by documenting solutions workarounds and procedural updates to enable self service and reduce repetitive tickets.
- Collaborate with infrastructure and application teams by providing detailed incident insights and logs to accelerate problem management and minimize business disruption.
- Perform proactive health checks on critical end user services by monitoring alerts and key performance indicators to detect and remediate issues before they impact users.
- Ensure strict adherence to security and compliance guidelines by validating user identities applying approved configurations and safeguarding confidential information in all support interactions.
- Communicate effectively with users in Portuguese and English by using clear and inclusive language to guide them through troubleshooting steps and set realistic expectations.
- Support continuous improvement initiatives by sharing feedback on tools processes and user pain points to help refine service desk operations and enhance overall experience.
- Utilize remote management tools responsibly by performing software installations updates and configuration changes to maintain standardized and secure desktop environments.
- Document daily activities and performance metrics by updating tickets and reports accurately to support transparency audit readiness and data driven decision making.
Qualifications
- Possess ten to twelve years of progressive experience in remote service desk and desktop support environments handling complex enterprise scale user bases.
- Demonstrate strong expertise in end user computing technologies including operating systems productivity suites endpoint security solutions and remote access tools relevant to modern workplaces.
- Exhibit hands on experience in managing service desk ticketing platforms incident queues and escalation workflows to consistently meet or exceed service level objectives.
- Show familiarity with analytics concepts applied to service operations such as trend analysis ticket categorization and basic reporting to support insight driven improvements.
- Communicate fluently in Portuguese and English with the ability to read write and speak both languages in a professional support context across multiple regions.
- Apply sound understanding of IT service management practices including incident request and problem handling to align support outcomes with organizational standards.
- Display strong customer orientation patience and accountability when engaging users in hybrid work setups to build trust and improve digital workplace experiences.
- Maintain adaptability to evolving tools processes and enterprise technologies while continuously upskilling to support future ready infrastructure services.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
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